Introducing Live Agent IT Support

Following the successful introduction of our VIrtual Agent Chat service in 2023, IT Services are excited to announce a new way to contact the IT Helpdesk. From Wednesday, 8 May, staff and students can choose to communicate with us via Live Agent Chat.

How do I access this service?  

Once logged into the IT Support Hub, you will see our Virtual Agent Chat bubble. From here you can choose a topic that is relevant to you or type in a query. If you require further assistance, or are unable to find the answer you are looking for, you can engage directly with one of our team (Monday to Friday, 10:00-17:00). Just choose the option to Connect to Live Agent.

Why Live Agent Chat?

As part of our continuous service improvement programme, we are always evolving to meet the changing needs of those who rely on us to assist them if they have an IT issue. This phase of enhancements provides a more efficient way of providing first line support using the technologies available to us thereby offering a better customer experience.

What are the benefits?

• Live Chat combines real-time interactions with the ability to share links, collect information, and save a full transcript of the conversation for later reference
• As our team members can handle multiple interactions at a time, this increases capacity and reduces wait times
• Post chat surveys can provide customer feedback and agent satisfaction ratings
• Because all cohorts of the user community are “live” in the system, communications to customers will be more streamlined, and previous interactions can be reviewed for relevant context